No follow-ups and processes in place

I requested a quote for a cruise on the 12 of April via their ********** email address, instead, they provide me with a number of one of their members to call.

Why should your customer be calling for information when the request was clear and why was my request not allocated to your members so that your first response would have been with relevant information instead of being sent from pillar to post?

This is poor management.

LeratoA